Technology Requirements / Support

Tags TechReq

Current State Specification

The IT Services Support Desk provides technology support to students, faculty, staff and the extended Miami community. We use multiple support methods so our users can obtain help in the way that works best for them:

  • Phone, chat, and email support available 24x7 via (513) 529-7900, MiamiOH.edu/ITChat, and ithelp@miamioh.edu
  • Self-help available 24x7 via MiamiOH.edu/ITHelp

 

Premise Solution Provider Support Questions 

  1. Describe your support model including SLAs, contact methods, location, etc.
  2. Describe your user community. (i.e., Do you provide a forum for customers to identify and discuss “best practices”? Do you have a product knowledge base? Do you have a regular user conference? Do you have a client website and code-sharing?)
  3. Give a description of your support services stating what functions are provided with the standard agreement and what optional support is available at additional cost. Describe the staff (number, minimum credentials, experience) assigned to your support function.
  4. Describe the upgrade process including client customizations, notifications of new releases, notification of bugs and patches, frequency of releases, etc.
  5. How many prior versions of the system are supported?

 

Remotely Hosted Solution Provider Support Questions 

  1. Describe your support model including SLAs, contact methods, location, etc.
  2. Describe your user community. (i.e., Do you provide a forum for customers to identify and discuss “best practices”? Do you have a product knowledge base? Do you have a regular user conference? Do you have a client website and code-sharing?)
  3. Give a description of your support services stating what functions are provided with the standard agreement and what optional support is available at additional cost. Describe the staff (number, minimum credentials, experience) assigned to your support function. 

 

Details

Article ID: 128463
Created
Mon 2/22/21 2:25 PM
Modified
Mon 7/12/21 12:11 PM
Can you resolve this issue yourself?
Yes! This is self-service with a smile.
Supported Office or Community
University Community of Students, Staff, and Faculty